AccountId: 011433970860
ContactId: 96cd9682-2f73-4a33-a767-22206c600488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527070 ms
Total Talk Time (AGENT): 216452 ms
Total Talk Time (CUSTOMER): 180503 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/96cd9682-2f73-4a33-a767-22206c600488_20250319T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][POSITIVE] I'm doing well how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well. This is Mrs. [PII]. I'm calling on behalf of my husband.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I think we need to do a um a disability claim.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. I can help you guys with the disability claim. Can I please get the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 267-72.
[CUSTOMER][NEUTRAL] 025896556
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], is [PII] there for me to talk to to be able to get consent to discuss the policy?
[CUSTOMER][POSITIVE] Yes ma'am, he's right here hold on one moment.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. I um have Ms. [PII] on the other um that needs to help with your short-term disability claim. Can you please verify? Yes, sir. um, may, will you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, my wife.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address, phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then one last verification, may I get your phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 414
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. I appreciate you giving me that information and is it OK if I talk to Ms. [PII] about your policy?
[CUSTOMER][POSITIVE] Yes ma'am, that's my wife. Yeah, you can tell her everything.
[AGENT][POSITIVE] OK, good. All right. Thank you, Mr. [PII]. I appreciate you doing that. You can put Ms. [PII] back on the phone now.
[CUSTOMER][NEUTRAL] Yeah, man.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So you needed help with the filing a disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. He had to have an emergency surgery on the [PII]. On the [PII], I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so is he signed up in the online service center?
[CUSTOMER][NEUTRAL] Uh, I don't think so. Are you in the online service center, baby? Have you signed up in the online service center? OK, no, we haven't done that yet.
[AGENT][NEUTRAL] OK, let me give you that um website. I'm gonna give you two websites. The first one is for the online service center, and that is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my opinion.
[CUSTOMER][NEUTRAL] You get a pen that writes.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] OK, you said secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A N
[AGENT][NEUTRAL] Apple Michael, A as in apple, M as in Michael.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's the online. OK, and the other one?
[AGENT][NEUTRAL] And the other website I'm gonna give you is also our website to our company is, it's the same address but don't put the secured in the front, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's where you're gonna get your claim form is on our website or if you choose to, you can file the claim through the online service center once you sign up for it. Uh, the claim form that you're gonna need is the short term disability claim form for UTBA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Short term.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for UTBA.
[CUSTOMER][NEUTRAL] UTVA OK.
[AGENT][NEUTRAL] Yes ma'am, you'll have to make sure you choose that form and then at the top of the form it tells you exactly what you need to send in with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said at the top of the form it says exactly what you need, OK.
[AGENT][NEUTRAL] Yes ma'am. And so his part will need to be filled out the physician's part will need to be filled out and then you'll have to go through, I think it's corporate to be able to fill it out if he's self-employed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so physician?
[CUSTOMER][NEUTRAL] And then his card.
[CUSTOMER][NEUTRAL] And you say he'll go, he'll have to go through corporate?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] If he's self-employed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, he did call, um.
[CUSTOMER][NEUTRAL] UT he did call and that's how we got your number. Mhm. He did call her first and then she emailed him.
[AGENT][NEUTRAL] Your G
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, the policy information and all that good stuff.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Awesome awesome I'm glad he's got that um.
[AGENT][NEUTRAL] So once you guys send in all the information that's needed to file the claim, it takes up to 15 days to process the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It could be done before then, but it could take up to 15 days.
[CUSTOMER][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I will get on that website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else, Ms. [PII] I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Anything else you wanna ask about?
[CUSTOMER][NEUTRAL] You gotta go on to their website.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's it. And she says if you're um employed, if you're self-employed, you gotta go through corporate.
[CUSTOMER][NEUTRAL] That's the 1099.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you so much, Ms. [PII]. I hope you guys have a blessed rest of your night and thank you for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once he complete, I have one more question, once he complete the application, it will assign him a case number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, he'll get a claim number.
[CUSTOMER][NEUTRAL] A claim member? OK. And a caseworker?
[AGENT][NEUTRAL] Uh, it doesn't do a caseworker. We just have claims examiners.
[CUSTOMER][POSITIVE] Clean. OK. All righty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That is all. Thank you so much.
[AGENT][POSITIVE] Alright, you guys have a good night thanks for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.